Close [x]
By using the site you express your consent to the use of cookie files, some of which may be already saved in the browser folder.
For more information, please follow the Privacy and using cookie files policy for the service

Office of Competition and Consumer Protection

Increase font sizeDecrease font sizeHigh-contrast versionText versionText versionRSS ChannelGet QR codeWersja polska

You're here: Home > About us > About us > News

Fees for connections with Orange helpline - charges by President of UOKiK

< previous | next > 12.09.2022

Fees for connections with Orange helpline - charges by President of UOKiK
  • UOKIK has received complaints pertaining to charging fees for connections with helplines from Orange and nju mobile customers, for example while making complaints or reporting a failure.
  • President of UOKiK Tomasz Chróstny has instigated relevant proceedings against Orange Polska.
  • He has been analysing the practices of T-Mobile as well; the explanatory proceedings against P4 are additionally pending. 
  • For infringing collective interests of consumers, a fine of up to 10% of the turnover may be imposed.

UOKIK has been receiving signals pertaining to fees for connections with Orange and nju mobile service helplines intended for reporting failures and submitting complaints. Fees for connections are also accrued if a consumer has used the offer as part of which they have unlimited talks to mobile and landline networks within their subscription scheme. What is more, fees are charged not only for the actual time of connection with a consultant but also for waiting time for such a connection.

A lot of people who have submitted their claims to UOKIK had not been aware of the fact that connections with the helpline were payable when their phone talks under a selected package were unlimited. A quote from one of the complaints: “When, for example, a service is not working, like with me now - I must call and report it. A paradox is the fact that I will have to pay for reporting a failure with them on services which they provide. (...) I was waiting for 20 minutes at the helpline and nobody answered anyway. And I will have to pay for this - let me add that despite the fact that my mobile operates in Orange - unlimited to everyone - except for the Orange Customer Service Office.”

The actions of Orange Polska may be in breach of Article 11 of the Act on Consumer Rights which provides for as follows: “if the undertaking provides a phoneservice provider of number for contacts concerning the contract-related issues, the consumer who dials the number shall not be charged more than for making a regular phone call, according to a fee schedule of the consumer’s choice.”

- Orange should not charge its customers with the costs of connections with the service helpline in the fee schedules where consumers are not charged with costs for connections with mobile phone numbers. In such a case, the connection with the helpline mobile number made available should be free of charge. What is more, charging fees for complaint-related or failure-reporting connections may constitute a transfer of business activity economic risk onto the consumers. Such action may discourage consumers from seeking their claims, for example, when a fee for connecting the helpline exceeds the amount in dispute - says President of UOKiK Tomasz Chróstny.

The other practice questioned by President of UOKIK is to charge fees for diagnosing whether the failure reported in the complaint-handling procedure has taken place or not and which party has contributed to its occurrence.

- Charging fees takes place as late as after diagnosing the failure. When calling for a technician, the consumer does not know if the service is payable or not, which may result in raising doubts in taking decision on repair. Every single entrepreneur rendering services is obliged to check the legitimacy of complaints they receive free of any charge - says President of UOKiK Tomasz Chróstny.

Proceedings concerning the infringement of consumers' collective interests may lead to the imposition of a fine amounting to maximum 10% of the previous year turnover.

These are not the only actions assumed by President of UOKIK against Orange Polska. A few months ago the proceedings on activation of payable additional services with no explicit consent of the consumer came to an end.

Consumer Support:

Phone: 801 440 220 or 22 290 89 16 – consumer helpline
e-mail: [SCODE]cG9yYWR5QGRsYWtvbnN1bWVudG93LnBs[ECODE]
Consumer ombudsmen – in your town or district
Office of Electronic Communications - Consumer Information Centre– 22 330 40 00

Additional information for the media:

UOKiK Press Office
pl. Powstańców Warszawy 1, 00-950 Warszawa, Poland
Phone: 22 55 60 246
Email: [SCODE]Yml1cm9wcmFzb3dlQHVva2lrLmdvdi5wbA==[ECODE]
Twitter: @UOKiKgovPL
You can also follow us on Instagram: @uokikgovpl

Attached files

 

Read also

Polsat TV facing charges from the President of UOKiK after New Year's Eve contest
Polsat TV facing charges from the President of UOKiK after New Year's Eve contest

President of UOKiK Tomasz Chróstny brought charges against Telewizja Polsat and Teleaudio Dwa – the company responsible for organizing the New Year’s Eve text to win contest.   ...>

Workshop for Eastern Partnership countries
Workshop for Eastern Partnership countries

UOKiK continues its expertise-based support for Ukraine and other Eastern Partnership countries. ...>

Unauthorised transactions - President of UOKiK presses charges against four more banks
Unauthorised transactions - President of UOKiK presses charges against four more banks

Bank Pocztowy, ING Bank Šl±ski, Nest Bank and Santander Consumer Bank are next banks charged by the President of UOKiK with violating the collective interests of consumers who report unauthorised transactions. ...>

International conference "Global Seminar Series" in Warsaw
International conference "Global Seminar Series" in Warsaw

President of UOKiK Tomasz Chróstny, together with Thomas Zych, Chairman of the ABA Antitrust Law Section, opened a conference in the series "ABA Global Seminar Series" (GSS) organised by the American Bar Chamber (ABA). ...>

Coal depots inspected throughout Poland
Coal depots inspected throughout Poland

The Trade Inspection Authority, at the request of the President of UOKiK, steps up inspections of coal retailers across Poland. ...>

Solidarity With Ukraine - workshop for eastern partnership countries
Solidarity With Ukraine - workshop for eastern partnership countries

UOKiK has been continuing its expertise-based support for Ukraine and other Eastern Partnership countries. ...>

Top

See also:
ICPENICNPolish Aid